Support

Service Desk

The Service Desk is available to give you assistance and advice on Company products or to receive Error reports of suspected Errors. The Service Desk is available for support contact during normal business hours, Monday through Friday (excluding U.S. holidays*), 9:00 am – 5:00 pm Eastern Standard Time (EST). We agree to use commercially reasonable efforts when responding to reports of suspected Errors.

Service Desk Features

Single Point of Contact: Service Desk agents are responsible for owning, managing and resolving all Supported Intelligence® related trouble reports and requests.

Technical Support: Service Desk agents provide end users with the help they need on features, functionality, and the use of Supported Intelligence® products and services. They perform administrative functions and may use remote desktop support when appropriate. They are experts at investigating and troubleshooting and own issues from open to close.

*U.S. holidays include: New Years Day, Memorial Day, Independence Day, Labor Day (first Monday in September), Thanksgiving Day (fourth Thursday in November), Friday after Thanksgiving, Christmas Eve, and Christmas Day. If the holiday falls on a Saturday, then the Service Desk will be closed on the preceding Friday. If the holiday falls on a Sunday, then the Service Desk will be closed on the following Monday.